# Jacquelyn Brioux

> I lead with empathy, think in systems, and help people find clarity in complexity | Early adopter of AI for work management | Raising two good humans with love and presence | Proud Canadian

Location: San Francisco Bay Area, United States
Profile: https://flows.cv/jacquelynbrioux

I'm a strategic design leader with over 16 years of experience guiding organizations through complexity. I apply a systems perspective to make work more connected and human. By clarifying roles and reframing engagement models, I help teams move from fragmented delivery to aligned experiences. Currently a Senior Design Manager at LaunchDarkly, I continue applying this people-first approach to complex challenges.

At Atlassian, I partnered with product and engineering teams to shape platform maturity and adoption of capabilities. I brought a service design lens to engagement models, identifying where human touchpoints offered strategic value. My work helped teams transition to scalable tools and impact frameworks, making strategy actionable and reusable.

At Shopify, I was the first service design hire, embedding service thinking into enterprise support. At Fannie Mae, I built a team of 12 and established partnerships with firms such as McKinsey and BCG. I led research with partners, including Wells Fargo, to demonstrate the value of service design by mapping gaps across critical journeys to unlock millions in transformation funding.

At Capital One, I co-created the Design Development Program and led national recruitment. I helped shape the Savor card and piloted evaluation frameworks using the CFPB Financial Well-Being Scale. This work bridged policy, design, and behavior change as part of my doctoral research on human flourishing.

As a manager, I view performance through the lens of human complexity. I coach designers by attuning to their lived experiences and emotional needs, looking beyond surface behaviors to understand the full context. My goal is to create a space where individuals feel recognized for their unique value. By identifying strengths and structuring accountability around personal rhythms, I help team members build agency over their work and outcomes. This fosters growth rooted in self-awareness.

Outside of work, I am raising two kind, curious humans and finding joy in nature, music, and community.

Core Competencies: Service Design Leadership • Design Strategy • Organizational Change • Talent Development • Executive Influence • Human-Centered Design • Product Strategy • Psychological Safety

## Work Experience
### Senior Design Manager @ LaunchDarkly
Jan 2025 – Present | Oakland, California, United States
Leading design for AI configurations, feature management, enterprise, growth, developer experience, and our design system. I manage a team of five designers and collaborate closely with engineering and product partners to shape our product vision and strategy. My focus is on strengthening our design practice through coaching, hiring, and creating space for the team to do their best work. I help translate complex business challenges into clear, meaningful experiences for our users while maintaining high design quality across everything we deliver.

### Senior Design Manager, Confluence @ Atlassian
Jan 2023 – Jan 2025 | San Francisco Bay Area
I’ve led multiple design teams across Confluence, supporting high-impact product areas while building strong partnerships and resilient team cultures. Known for bridging design, operations, and org strategy, I’m often tapped when teams are scaling, navigating complexity, or driving foundational product change. My approach blends systems thinking with care—creating clarity, elevating quality, and enabling great work through trust and structure.

• Editor AI: Led the editor design team through the launch of Atlassian’s first generative AI experience, now scaled across Jira, Confluence, and Trello. Oversaw rollout from early access to general availability and defined UX patterns used platform-wide.
• Growth & Onboarding: Managed the Confluence growth design team, shipping dozens of rapid experiments to improve activation. Introduced a cross-functional co-design workflow and restructured Jira boards—tripling experiment velocity while improving delivery clarity and team health.
• Monetization & Enterprise: Oversaw design for Company Hub, admin tools, automation, and performance/reliability. Supported product strategy across complex enterprise needs while advocating for scalable, user-centered design approaches.
• Mobile, Navigation, Notifications (Current): Lead design for core experiences across mobile, navigation, home, and local design systems. Partner closely with platform design to ensure experience alignment and design system consistency across products.

Strategic Impact: Contribute to company-wide design quality reviews, coach across levels, and guide team structure, capability planning, and ways of working. Led speculative research into mobile AI use cases like voice-driven content creation.

### Lead Service Designer → Design Manager, Platform Adoption @ Atlassian
Jan 2021 – Jan 2023 | San Francisco Bay Area
Led service experience design and strategy during a pivotal stage of platform maturity, transforming developer enablement approaches to support Atlassian's evolving ecosystem. Balanced deep technical understanding with user empathy to create scalable adoption pathways that supported Atlassian's platform growth while maintaining quality developer experiences during rapid transformation.

• Joined as individual contributor and triad design partner while rapidly transitioning to design management as the team expanded
• Led service experience research and strategic design for platform adoption, mapping developer journeys and identifying critical friction points
• Orchestrated transition from high-touch, developer-to-developer enablement to low-touch and self-serve adoption models as platform investment scaled
• Co-designed engagement frameworks, adoption scoring methodologies, and success metrics that quantified platform health
• Contributed to product strategy for internal tooling that improved developer experience and accelerated capability adoption
• Established cross-functional design practices that systematized platform capability delivery as we expanded from 1P to 2P offerings
• Built, mentored, and managed specialized team of product and content designers focused on platform experience

### Owner / Maker @ Clover & Maple
Jan 2021 – Jan 2025 | Berkeley, California, United States
Woman-owned small business focused on handcrafted kitchenware, live-edge furniture, and functional home decor. Created in my backyard shop with locally sourced hardwood, leather, all-natural wood care, and sustainable packaging.

### Lead Service Designer @ Shopify
Jan 2018 – Jan 2020 | Alexandria, Virginia, United States
First service design hire at Shopify, brought in to introduce and establish service design as a capability across enterprise operations and internal support systems. Led internal education initiatives, service maturity assessments, and executive workshops to demonstrate the practical value of service design in real business contexts. Took a coaching-forward, highly embedded approach to building cross-functional trust and momentum through small wins and applied value.

- Introduced and scaled service design practice as the first dedicated hire, demonstrating business value through applied methodology in real operational contexts
- Built cross-functional trust through coaching-forward approach that highlighted service design's practical impact amid organizational complexity
- Organized a high-profile industry panel on service design that catalyzed internal interest across disciplines. 
- Conducted service maturity assessments that resulted in new experience metrics and delivery standards across multiple teams
- Developed white glove enterprise service offerings that balanced high-touch support with scalable self-serve options to maintain quality
- Created executive workshops that transformed perception of service design from theoretical concept to essential business practice
- Mentored diverse team members during rapid growth while supporting transitions from ad hoc to intentional service delivery models

### Strategic Design Consultant @ Unknown
Jan 2018 – Jan 2018 | Washington D.C. Metro Area
Provided strategic design leadership to enterprise organizations navigating digital transformation, combining service design expertise with practical implementation guidance across financial services and government sectors. Guided established institutions through complex change by evaluating team structures, developing competency frameworks, and delivering targeted coaching that bridged business objectives with user needs. Demonstrated how service design methodology could address multifaceted challenges while creating sustainable organizational capabilities that improved both operational effectiveness and customer experiences.

- Partnered with Royal Bank of Canada (RBC) to accelerate digital transformation through targeted design capability building, evaluating team structures, rituals, processes, and methods
- Developed tailored competency frameworks and delivered coaching sessions that elevated internal design practices and cross-functional collaboration
- Evangelized human-centered approaches among RBC leadership, demonstrating tangible business value through service design methodology
- Collaborated with Dignari (acquired by EY) on government contracts, bringing service design expertise to complex public sector challenges
- Led the redesign of Defence Manpower Data Center experience, applying service design principles to improve critical government systems
- Conducted comprehensive usability audit of Government Commercial Enterprise (GCE), identifying friction points and providing actionable recommendations
- Balanced strategic guidance with hands-on coaching, helping teams implement new approaches within established organizational constraints
- Bridged gaps between business objectives and user needs, creating alignment across diverse stakeholder groups

### Head of Service Design @ Fannie Mae
Jan 2016 – Jan 2018 | District of Columbia, United States
Founded Fannie Mae's first service design practice, assembling a 12-person multidisciplinary team spanning research, content strategy, and data science while partnering with top consulting firms to drive digital transformation. Elevated customer-centricity within a highly regulated financial institution by visualizing interconnected systems, bridging siloed perspectives, and creating experiences that supported affordable housing access.

- Led unprecedented ecosystem mapping initiative spanning seller, servicer, and investor journeys—orchestrating 50+ co-creation sessions with internal SMEs and external partners to document the full mortgage lifecycle
- Presented innovative findings to the Board of Directors and C-suite, securing $4M investment for affordable housing initiatives
- Developed comprehensive customer personas, journey maps, and the first system-level visualization of the complex mortgage market ecosystem
- Synthesized complex multi-stakeholder insights into visual frameworks that revealed critical interdependencies previously invisible across organizational silos
- Managed eight direct reports and six external consultants from McKinsey, Sapient, EY, and BCG
- Established service design as a core organizational capability that bridged operational silos and improved market connectivity
- Presented case studies among senior leaders at Wells Fargo and Rocket Mortgage

### Design Manager / Lead Designer @ Capital One
Jan 2014 – Jan 2016 | McLean, Virginia, United States
Drove design excellence during Capital One's pivotal design transformation, balancing UX leadership with strategic program development and people management. Balanced individual contributor responsibilities with strategic leadership during a formative period of design maturity, establishing practices that strengthened the organization's experience design capabilities and talent development approach.

- Co-created the Design Development Program (DDP), establishing the blueprint for early-career design talent acquisition and development across the organization
- Led research on financial well-being and coached teams on the emotional and behavioral aspects of money management
- Conducted impact assessments for money coaching pilot using CFPB Financial Well-Being Scale and Cantril Ladder methodologies to quantify intervention outcomes
- Delivered TED-style talk on financial well-being to 400+ colleagues that inspired new approaches to customer support
- Led immersive ethnographic research with high-net-worth customers that influenced the successful Savor card experience
- Contributed to innovation lab projects including shared finances app (Jungo), spend visualizations, and early AI interfaces (Eno)
- Managed three product designers and one front-end developer while establishing growth frameworks
Represented Capital One at top design schools nationwide, building recruiting pipelines for emerging talent

### Product Designer @ Uberflip
Jan 2013 – Jan 2014 | Toronto, Ontario, Canada
Led product design for Uberflip's B2B content marketing platform during a pivotal growth phase, introducing user-centered methodologies that transformed the company's approach to product development.

- Established the first comprehensive design system for the Content Hub, creating consistent patterns and components that enhanced usability while accelerating development cycles
- Pioneered the company's user research practice, implementing protocols for discovery interviews, usability testing, and synthesis that revealed critical insights about customer needs and behaviors
- Drove end-to-end design process from research through implementation, balancing stakeholder requirements with user experience quality
- Collaborated closely with engineering teams to ensure design fidelity while navigating technical constraints
- Contributed to cross-functional strategic planning as one of the first three designers to join the organization, helping establish design's role within the product development lifecycle

### Independent Designer @ Unknown
Jan 2011 – Jan 2013 | Toronto, Ontario, Canada
Project-based freelance work including identity design, responsive website design, usability evaluation, social media strategy, content strategy, search engine optimization, and print design.

Skills: domain registration and management, hosting configuration, user research, style guides, sitemaps, information architecture, wireframes, content management, branding, visual design, copyrighting, responsive website design, email configuration, social media integration, digital marketing, front-end coding, search engine optimization, training.

### Communications and Stakeholder Relations Officer @ The Foundation Assisting Canadian Talent On Recordings
Jan 2012 – Jan 2013 | Toronto, Ontario, Canada
Directed strategic communications for this national music funding organization, leading digital transformation initiatives that modernized the foundation's engagement with stakeholders.

- Orchestrated the successful launch of a new website and online application system that streamlined the grant application process for artists across Canada
- Created and implemented the #FACTORfunded campaign that significantly increased visibility and engagement across digital channels
- Developed comprehensive tutorial videos and educational resources that demystified complex application processes for diverse artist communities
- Designed the site architecture, user flows, wireframes, and style guides for the new digital platform, incorporating accessibility considerations and user feedback
- Managed board communications, prepared meeting documentation, and served as a strategic liaison between leadership and the creative community
- Balanced organizational requirements with applicant needs, ensuring communications were clear, accessible, and supportive of artist success

### Founding Editor @ Music That Resonates
Jan 2010 – Jan 2013
Founded and managed a blog to facilitate the discovery of music and meaningful ideas. Created and curated digital content, coordinated social media marketing, and established relationships with several independent artists, labels, promoters, start-ups, and non-profits around the world.

### Music Coordinator @ Unknown
Jan 2011 – Jan 2012 | Toronto
Music research and music coordination for music supervisors in film, television, interactive and advertising. Music discovery, digital strategy and business development consulting for music licensing agencies and record labels. Live performer coordination, stage management and music selection for local film and music events (up to 600 guests), including the official First Weekend Club / Core Music Agency TIFF Party in 2011, 2012 and 2013.

### Cultural Policy Researcher @ Canadian Independent Music Association
Jan 2012 – Jan 2012 | Toronto, Ontario, Canada
CIMA is the not-for-profit national trade association representing the English-language, Canadian-owned sector of the music industry. CIMA’s mandate is to develop and advocate policies and services that serve to support a strong and economically stable Canadian independent music and sound recording industry, ensuring the long-term development of the sector and to raise the profile of Canadian independent music both in Canada and around the world.

My Role: Music industry research and policy analysis for the independent sector of the Canadian music industry. Responsible for policy brief writing, statistical analysis, and the creation of keynote presentations.

Research Sources: IFPI, MIA Reports, Statistics Canada, Nielsen, CRTC, PWC, Ipsos, comScore, OECD Factbook, IMF, Nordicity.

### Head of Music Licensing @ Core Music Agency
Jan 2010 – Jan 2012 | Vancouver, British Columbia, Canada
Built and led the music licensing division from the ground up, developing comprehensive strategies for representing composers and recording artists in synchronization licensing across film, television, and advertising.

- Established and managed all operational aspects of the licensing division, creating scalable processes for catalog management, rights administration, and client engagement
- Introduced a digital content management system that enhanced searchability, presentation, and distribution of musical assets to potential licensees
- Represented diverse roster of composers and recording artists, securing placements in notable productions while ensuring fair compensation
- Collaborated with the agency President on comprehensive company rebranding, conducting competitive analysis, client research, and strategy development
- Crafted targeted demo reels and presentations that effectively positioned artists' work for specific licensing opportunities
- Negotiated complex licensing agreements across US and Canadian markets, advocating for artists while building lasting relationships with music supervisors and production companies
- Managed all aspects of publishing rights and royalty administration, ensuring accurate tracking and timely payments to represented talent

### Associate Agent @ Core Music Agency
Jan 2009 – Jan 2010 | Vancouver, British Columbia, Canada
Acted as the representative of composers for original songs and score in Canada and the US – developed new original score, song and synch licensing leads; conducted production research; compiled targeted demos and playlists; drafted cover letters.

### Barista @ 49th Parallel Coffee Roasters (Prado Café)
Jan 2007 – Jan 2009 | Vancouver, British Columbia, Canada
Provided knowledgeable and friendly customer service to the community-oriented clientele. Operated the espresso bar, music selections and POS. Managed café opening and closing.

### Administrative Assistant @ Wayside Publishing
Jan 2007 – Jan 2008 | Vancouver, British Columbia, Canada
Assisted the Regional Account Manager with administrative correspondence, general office management, data and order entry, market research, sales and marketing.

### Shift Supervisor / Barista @ Starbucks
Jan 2006 – Jan 2007 | Vancouver, British Columbia, Canada
Managed shift operations and scheduling, appropriately delegated staff responsibilities, provided coaching, direction and training of baristas.

### English Second Language Teacher @ OeDae Language Institute
Jan 2006 – Jan 2006 | Geumjeong-gu, Busan, Korea
Developed educational lesson plans and activity materials for ESL instruction (age 3-14). Arranged the recruitment, arrival and training of new foreign ESL teachers. Managed my own private ESL service.

### Shift Supervisor / Barista @ Starbucks
Jan 2005 – Jan 2006 | Toronto, Ontario, Canada
Managed shift operations and scheduling, appropriately delegated staff responsibilities, provided coaching, direction and training of baristas.

### Customer Service Representative @ HMV Retail Ltd
Jan 2004 – Jan 2005 | Guelph, Ontario, Canada
Presented customers with friendly, informative, and efficient service; applied my extensive knowledge on a variety of music artists and genres; performed cashier operations, re-stocking, and report filing.

### Resident Assistant @ University of Guelph
Jan 2003 – Jan 2004 | Guelph, Ontario, Canada
Organized and ran section meetings, programs and events for students in my section. Provided 24-hour student support. Attended on-going training sessions and submitted weekly logs and evaluations.

### Customer Service Representative @ Blockbuster
Jan 2002 – Jan 2003 | Toronto, Ontario, Canada
Presented customers with friendly, informative, and efficient service; performed cashier operations; managed film rentals and returns; furthered my knowledge on a variety of films, actors, and film genres.


## Education
### Master of Education - MEd in Secondary Education and Teaching
The George Washington University - Graduate School of Education and Human Development

### Doctorate of Design (D.Des) in Transition Design
Carnegie Mellon University

### Bachelor’s Degree in Communication Studies
York University

### Bachelor’s Degree in English
University of Guelph


## Contact & Social
- LinkedIn: https://linkedin.com/in/jacquelynbrioux
- Portfolio: http://www.jacquelynbrioux.com
- Portfolio: https://www.cloverandmaple.com

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Source: https://flows.cv/jacquelynbrioux
JSON Resume: https://flows.cv/jacquelynbrioux/resume.json
Last updated: 2026-04-13